Understanding Occupancy Rate in Zendesk WFM
What does the Occupancy Rate indicate in Zendesk WFM?
The Occupancy Rate, sometimes referred to as Utilization, in Zendesk WFM indicates how much of an agent's time is spent on support-related activities compared to non-support activities. It is calculated by dividing productive time by total time.
This metric helps managers understand how effectively agents are using their time. An industry-standard occupancy rate is typically between 75-85%. Monitoring this rate can help ensure that agents are focused on support tasks and identify opportunities for improving time management.
More related questions
What are the key point metrics in Zendesk WFM custom reports?
Zendesk WFM custom reports offer several point metrics to track agent performance. These include Assigned Point, Attended Point, Escalated Point, Handled Point, Reopened Point, Solved Point, Public Comments, Private Comments, and Bounced Points….
How is Average Handle Time calculated in Zendesk WFM?
Average Handle Time (AHT) in Zendesk WFM is calculated by dividing the total ticket time by the number of unique tickets with time spent. This metric represents the average amount of time an agent spends on each ticket they work on. AHT is crucial…
What is the difference between Solved Points per Paid Hour and Solved Points per Productive Hour?
Solved Points per Paid Hour and Solved Points per Productive Hour are metrics used to measure agent productivity in Zendesk WFM. Solved Points per Paid Hour shows the number of tickets an agent solves on average for each paid hour tracked, while…
How does Zendesk WFM calculate the Bounce Rate?
In Zendesk WFM, the Bounce Rate is calculated by dividing the difference between the number of tickets touched and attended points by the number of tickets touched. This metric indicates the percentage of tickets that were actually worked on by…
What is the significance of the Adherence Rate in Zendesk WFM?
The Adherence Rate in Zendesk WFM measures the percentage of time that agent activities align with their scheduled tasks. It is calculated by dividing the time in adherence by the total scheduled time, then multiplying by 100. This metric is…
How are Bounced Points used in Zendesk WFM?
Bounced Points in Zendesk WFM represent the number of points where an agent recorded time on a ticket but did not perform any work. This metric helps identify instances where agents may have spent time on tickets without taking any meaningful…
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